Characteristics of Educational Services in the Virtual Environment

Munthiu, Maria-Cristiana; Turtoi, Maria; Tuţă, Mihaela; Zara, Adina Iulia

doi:10.1016/j.sbspro.2013.12.618

Cited by 1 publication

(1 citation statement)

References 14 publications

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“…In the extant literature, the study of HEIs’ service quality from the international students’ perspective has been widely analyzed. Past researchers have addressed the quality gaps in perception of educational service quality and satisfaction (De Jager and Gbadamosi, 2013; Yousapronpaiboon, 2014; Rasli et al , 2016), the interaction between overall student satisfaction and student service quality (Danjuma, 2013), the quality of service of the distance education (Munthiu et al , 2014), the impact of service quality on the overall service performance level (Lupo, 2013; Cheruiyot and Maru, 2013) and the antecedents and consequences of service quality in HEI (Sultan and Wong, 2013).…”

Section: Introductionmentioning

confidence: 99%

International students’ service quality evaluations towards Turkish universities

Bozbay

Baghirov

Zhang

et al. 2020

QAE

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Purpose This paper aims to investigate international students’ perception and satisfaction towards Turkish universities’ service quality. Design/methodology/approach This paper used modified version of SERVQUAL questionnaire for education purpose to collect data. Data were collected from 168 international students studying in public and private universities in Turkey. Findings Based on findings of this study, there is negative gap between perception and expectation for all 35 items in questionnaire among international students. Practical implications This study adds on educational service quality literature in developing country, specifically in Turkey. Additionally, decision-makers, institutions, etc. can use findings of this study to overcome the dissatisfactions and difficulties faced by international students in Turkey. Originality/value This study fulfills identified need to study international students’ perception and satisfaction towards Turkish universities.

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